TNSwww.tns-global.co.uk
Philosophy
TRI*MTM is a holistic stakeholder management approach that provides actionable results for our clients. Our philosophy is to measure, manage – take action – and then monitor customer relationships.
We believe that to conduct a successful customer satisfaction study it is key to get a full and detailed understanding of the client’s business, market issues and customer relationships and touchpoints, prior to starting the research. This in turn helps us to facilitate action planning at the end of the programme.
Broadly, our approach is to provide a topline measure of the strength of the customer relationship, alongside a detailed operational analysis of key strengths and weaknesses. This is based on an open model – the attribute set is fully customised to each client.
TNS is a market leader in customer satisfaction work globally. It researches both B2B and B2C customer satisfaction and has experience in most industry sectors. It marries our stakeholder management expertise to industry knowledge via its sector-specialist structure.
Distinctive features
- Our approach identifies the decisive factors for customer retention by differentiating motivators from hygienics, and finding hidden opportunities. It helps a company to optimise performance by improving business processes.
- Our unique competitor analysis can compare niche providers to mass suppliers.
- We add value via consultancy phases at the front and back of the programme.
- Our benchmarking database contains over 12,000 studies from over 1,500 companies, generating industry and regional benchmarks.
Measures
B2B and B2C:
- TRI*M Index – a one-number tool for measuring customer retention
- TRI*M Typology – distinguishing between attitudinal satisfaction and behavioural loyalty
- TRI*M Grid – key driver analysis
- TRI*M Competitive Analysis – own strengths and weaknesses compared to competitors’
- TRI*M Conversion ModelTM – commitment profiling and switching patterns
Survey methods
B2B and B2C: Mail, telephone, face-to-face, online, mystery shopping, hybrid.
Frequency of fieldwork
B2B: Continuous, annually.
B2C: Continuous, monthly to quarterly, depending on whether clients are in particularly fast-changing markets.
Reporting (data)
B2B: Biannually.
B2C: Quarterly.
Reporting (personal presentation)
B2B: Annually.
B2C: Quarterly.
Sampling
B2B and B2C: Customer lists.
Specialisation
B2B and B2C: All.
| Modelling | B2B | B2C | | | | Customer lifetime value modelling |  | | | | | Links with customer databases | | | | | | Linking CSM to financial measures | | | | | | Links to other stakeholder research | | | | | | Linking data to other customer measures | | |
Experience
No. of execs with experience in CSM: 250 worldwide
Harris Interactive has been involved in customer satisfaction studies for over 30 years, with a dedicated customer loyalty management division since 1985.
Researching customer satisfaction for: over 30 years.
International availability
TNS has offices in over 70 countries, and actively maintains a global network of experienced consultants.
Other special features
TRI*M can also be applied to other stakeholder groups, such as employees, suppliers/ distributors, opinion leaders (for corporate reputation) or internal service providers.
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